Western Digital Suffers Prolonged My Cloud Service Disruption

serversAn extended disruption of Western Digital’s WD2Go service has left My Cloud users frustrated and searching for information.  The disruption began on March 26, and as of Friday service appears to have been restored.

Western Digital’s My Book Live and My Cloud allow users to create and host their own private clouds. Because the devices are accessed through WD2Go, the service disruption has rendered them unavailable and highlighted their dependence on Western Digital’s network.

This dependence calls into question the effective difference between My Cloud and other cloud services which host customer data on their servers. If the customer is dependent on the company for service, then why bother keeping data on a hard drive with a residential internet connection?

Comments on a Western Digital message board reveal frustration with both the disruption and company communication about it. According to TechRepublic, some posted complaints have mysteriously vanished.

An official response was posted by Western Digital on Thursday which details the connectivity problem and refers to the company’s efforts to communicate with customers.

“On March 26, WD experienced a major server issue that intermittently prevented users from making those remote connections while using a smart phone, tablet or computer,” the statement says. “Our servers help route you to your device in this scenario. We have been diligently working to repair the servers, and now have completed that work.”

A Thursday forum post from a community manager responding to a request for an update said “Did you restart your device, yet?” (sic). Unfortunately the inquiring party confirmed that the device had been rebooted without connecting properly.

The disruption coincides with My Cloud’s launch in India, according to ZDNet.

Western Digital’s communication approach contrasts with that of SurveyGizmo, which tweeted constant updates during a recent disruption.  Although SurveyGizmo’s approach may have contributed to a brief communication breakdown with host ViaWest, customer relations appear to have benefited from the fast and informal approach.

Western Digital announced a partnership with ElephantDrive to include customized cloud backup in its WD My Cloud EX4 devices in December.

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